How should you ask for your hospitality property referrals? You can do this by outright asking or by being more subtle. Here are some tips.
Welcome to another edition of hospitality property school.
Today, I’m going to talk about how to ask for referrals.
You can do this by outright asking or by being more subtle.
Here are some tips for ASKING for hospitality property referrals:
- Ask your guests for feedback. Don’t assume your guests are completely satisfied, ask. Rectifying a problem might give you an opportunity to shine and leave a favourable imprint if addressed positively.
- This is an opportunity to exceed expectations. Personal feedback will always win over a comments form or questionnaire. Enquire about what they liked and what disappointed them; you can always learn and continue to improve.
- You could also ask them if they have any new ideas or for their recommendations on how things could be better. Guests will be flattered if you ask for their thoughts.
- Follow up with a simple personalised handwritten thank you note tailored to them a few days after their departure, with a mention of a referral. This will not only show your appreciation, but it will give them something to remember you.
- Keep in touch. Stay in touch with them so that when they come to book again you are firmly fixed in their minds. As a function of your outreach, let them know what other activities you have going on or what is happening in your area. Utilise an email list as well as social media. Do your homework first and find out the best options to suit your guests.
- Reward their loyalty with exclusive bargains. Make your faithful guests feel special by setting up exclusive packages or deals. Once again this will show your appreciation for their business, as well as possibly inspiring other bookings. As a loyal guest, the last thing you want to hear about offers only targeting ‘new’ customers.
- Think of the things that are of high value to your guests but affordable to you so you can give added value. Always look at a problem or complaint as an opportunity to go that extra mile to wow your guest. Make it difficult for them to ever think about not coming back to you. It’s all about affording guests a reason to return.
- Offer time-bound referral bonuses. During an Email or newsletter campaign, promote the property package and include that as they get additional friends are family members to book, they qualify for a larger discount.
- Have your hospitality property referrals form on your website that offers discounts or bonuses.
- Be incredibly thankful. This seems obvious, but so many businesses forget about it. Unless your price point is very low, having someone on your team place a call, send a handwritten note or send a gift for a referral is almost always worth it.
- You can announce that you love referrals in your email signature and voicemail, so that every time a customer contacts you, they are reminded that you love referrals.
The bottom line is to talk, stay in touch, and listen to your guests and to feel confident that if you are offering exceptional service your guests, they will be more than happy to refer your property.
If you have any interesting stories about asking for your hospitality property referrals and would like to share or have any questions or feedback you can leave them in the comments section of the show notes at.
That’s it for this session of hospitality property school.
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